Customer Solution Analyst Lead
3 weeks ago
**Position Snapshot
**Full-time
Department: Order to Cash
- Supply Chain
**Position Summary**
Joining Nestlé means you are joining the largest food and Beverage Company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.
To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.
**A day in the life of...**
- Recruit, train, coach and develop the Customer Solution Analyst Team ensuring succession plans are in place for all
- **Demand Capture**:
- complete and resolve all demand capture failures within defined service level agreement
- **Order Filter**:
- contact customer or internal contact to resolve blocked orders within SLA
- align material information with customer to be able to capture orders"
- **Order Fulfilment**:
- Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out-of-Stock Repository
- Manage Stock Allocation issue that requires a customer contact
- Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC (Interface Centre of Competence)
- Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
- Contact the customer and propose a resolution in case of Physical Logistics (Warehouse) issue related to Warehouse Capacity and/or Pick Pack and loading issues"
- **Billing**:
- Collaborates with billing in the resolution of billing issues that requires a contact with the customer"
- **Returns and Refusals**:
- Be the principal contact for the customer for all returns and refusals
- Capture and register Returns and Refusals requests through Customer Interaction
- Analyze reasons for refusals and contact customers to propose mitigation actions for refusals
- Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of credit/debit value
- Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
- Manage, monitor and coordinate of the destruction of goods - when needed with Physical logistics and 3rd party providers
- Provide guidance and help with missing documentation -when needed
- to Claims Management on the returns and refusals acceptance / non acceptance
- Inform Sales about non accepted returns and request for their approval when needed - Market dependent"
- Use of reason code methodology to record appropriately root cause
- Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure - e.g., COC O2C Master Data Specialist and COC Pricing Analyst
- Provide 360 visibility on status of orders to customers and internal teams
- Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines
- Optimize orders where logístical efficiency is required such as attainment of logistics trade terms
- Identifying, analyzing, and initiating the escalation process based on the escalation criteria.
- Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.
- Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's
- Participate in NCE operational review meetings and contribute to continuous improvement of demand capture process
**What will make you successful**
- 5 years or more experience in leading teams in a Customer Service or Customer Facing Supply Chain Team.
- Project management experience to implementation of major project(s) or change program(s)
- College/University degree required
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